CALL CENTER SOLUTIONS

Whether your call center is made up of two agents, or two-hundred, the most important piece is providing your customers with timely and accurate service to resolve their issues. Implementing call center solutions, software and recording provides empirical data that managers and supervisors can use to measure the effectiveness of their operation. A call center that measures performance properly will be able to manage properly.

Find out more about call center solutions, accounting software and recording below.

As wireless communications proliferate and the demand for bandwidth and data storage grow dramatically, telecommunications providers must manage costs carefully to provide competitive, economical services. At the same time, the convergence of communications media poses new challenges in sales and customer service.

There are four major reasons to use call center recording in your business.

Evaluate Employee Performance – It is vital that your call center employ a monitoring program to ensure your agents are providing quality service. Recording technology is the backbone of a good monitoring program. You can record agent/customer interactions, review and evaluate those interactions and then provide constructive coaching and training based on the results.

Gather Intel – Interactions between customers and your agents contain a wealth of important knowledge you can harness to benefit your company. Call center recording allows you to identify trends, improve communications and eliminate areas of concern before they become problems. Recording and monitoring help you understand your customer better and build quality relationships.

Ensure Legal Compliance – You’ve worked hard to build a reputable business. Utilize call center recording/monitoring to protect your company and your employees. With the national Do-Not- Call list, contact centers must comply with rules and regulations and adhere to strict policy. Call center recording and monitoring can help ensure full compliance.

For example, many organizations in Baltimore and across Maryland, must adhere to the stringent rules outlined in the Health Insurance Portability and Privacy Act (HIPPA). Call center recording and monitoring can provide proof to demonstrate compliance in the event of an audit or other assessment.

Serving the Baltimore, Maryland, DC & Northern Virginia metro area for more than 35 years, McEnroe Voice and Date has the experience to design and implement a call center recording/monitoring system that is right for your business. We know every business is unique in their recording and monitoring needs.

Increase revenue and yields from an often finite customer base (while lowering costs)

Manage risk and meet compliance standards

Reduce staff turnover and ignite brand evangelism!

Capturing and evaluating interactions with customers has become essential. And yet the business case for investing in today’s quality management technology goes far beyond the old concept of catching the rogue call center rep misleading customers or behaving unprofessionally.

Today’s technology allows for an impact that is far more reaching than the one-dimensional “QA Checklists” of the past.

Banks and other financial services organizations operate in an environment increasingly governed by stringent regulations—particularly around maintaining the privacy of customer data—as well as the pressures of consolidation, cost-cutting, and the need to manage staffing resources more effectively across branches.

Why Record?

Ensure regulatory compliance during internal operations and interactions with customers.

Maintain security and track threatening calls.

Ensure exceptional service and quality in customer interactions.

Ensure that appropriate operation and emergency procedures are followed by vehicle operators/drivers; track crews.

Audiolog has a long, successful track record as the system of choice for transportation and utility communications centers. In addition to Verint’s Open Architecture Commitment and Industry-Standard hardware and software, Audiolog is optimized to include the right benefits and features required for these demanding environments, including:

Highest Reliability in independent tests, even under the highest call volumes; options to insure maximum uptime.

Most Extensive Search Parameters: ANI/ALI data, Call Taker ID and Name, Radio Channel, Talk Group, Radio ID to name just a few.

The option to go browser-based with Verint Interaction ReviewTM software, which allows users to access, search for, and play recordings from a central point for all call centers (over WAN) via a web browser, eliminating the need for conventional client software loaded on the playback PC, and includes advanced querying capabilities.

Storage Flexibility: Up to 100,000 hours online storage, mirroring, DVD-RAM, automatic upload to Network-Attached Storage (NAS), RAID5, the EMC Centera content addressed storage solution or SAN storage, as well as Verint’s innovative Centralized Archiving Storage (CAS) configuration. Most recently, Verint has announced the release of the innovative Verint Virtual MediaTM (MVM) option which allows users to store and easily retrieve calls, complete with catalog database information, to any type of third-party media selected.